Sales Coordinator

Description

Southern Home Services is a residential HVAC, Plumbing and Electrical company that acquires, owns, and operates businesses around the United States. We are seeking business leaders to join our growing team and become an integral part of our company's future.

Are you ready to be Part of Something BIGGER!

The Plumbing & Air Service Co., a Southern Home Services Company, is looking for a dynamic Sales Coordinator to join a thriving business that believes in work life balance and cares about YOU!

About this role:

The Sales Coordinator oversees the customer journey and sales cycle from initial inquiry through job completion, ensuring a seamless and optimized experience across HVAC, plumbing, and electrical opportunities. This role identifies and develops Comfort Advisor opportunities within booked jobs by evaluating customer notes, service history, equipment, and call details to determine the best advisor for each opportunity.

Working closely with Sales Leadership, Dispatch, Inside Sales, and Marketing, the Sales Coordinator ensures accurate opportunity and job data, manages Comfort Advisor capacity and scheduling, and develops outbound strategies to support job count and revenue goals. This role also reinforces accountability among Comfort Advisors, technicians, and managers to ensure consistent execution of the Awesome Customer Experience (ACE) Process.

As a key driver of sales team performance, the Sales Coordinator sets the tone for the customer experience, optimizes sales opportunities, and directly influences revenue growth and overall center performance.

In this role, you will be responsible for:

Board & Capacity Management

Ensure Comfort Advisors meet with 5 customers daily as part of the 5-2-1 ACE Process

Keep every Comfort Advisor’s shift current on a daily basis; block meetings and personal time on the board

Utilize Adaptive Capacity to ensure availability of Comfort Advisors is accurate at all times

Work with dispatch as needed as technician’s availability directly impacts Comfort Advisors

Communicate install availability to Comfort Advisors throughout the day

Book Install jobs and other sales generated from Comfort Advisors

Right Tech, Right Job

Assign the ideal Comfort Advisor by skill, trade, and zone; add or remove resources upon hire, termination, or shift change. When utilizing Dispatch Pro, ensures accuracy and updating relevant information to maximize effectiveness

Participate in Sales meetings and trainings to better understand the strengths and weaknesses of the sales team and products and services available to our customers

Add multiple technicians when a job requires it

Manage on-call rotation and weekend activity

Communicate with Dispatch to identify and prioritize ACE calls

Board Integrity

Ensure the board always reflects real-time accuracy; hold Comfort Advisors accountable for hitting call goals.

Perform periodic job quality reviews, troubleshoot issues, and report recurring training needs to line managers.

Ensuring Job Accuracy

Ensure all sales, ACE, and install jobs and estimates are complete and accurate

This includes the initial Diagnostic visit, the Sales Estimate, and the Install job—all properly booked and linked together

Accountability

Hold Comfort Advisors and managers accountable to arrival windows, status updates, and process; conduct ticket dives and communicate training needs to line managers.

Debrief

Debrief with the Comfort Advisor after every call; complete and attach the standard Service Titan debrief form to every job.

Additional duties such as rebate processing, equipment registering, and other administrative tasks to support the sales process

Required Qualifications:

· Minimum of one year of experience in dispatching, sales support, customer service, scheduling, logistics, or service coordination in a fast-paced business environment.

· Experience in a multi-trade home services environment (HVAC, plumbing, and electrical) preferred.

· Demonstrated ability to manage scheduling and capacity for a team of up to 15 Comfort Advisors.

· Proficient in Microsoft Word, Excel, and PowerPoint.

· Comfortable adopting and utilizing technology, business systems, and AI tools to improve efficiency and decision-making.

· Strong organizational, problem-solving, and multitasking abilities.

Education:

· High school diploma or GED required.

· Strong reading, writing, and comprehension skills.

Core Competencies:

1. Revenue Generation & Sales Mindset

· Proactively identifies sales opportunities within every customer interaction, including HVAC equipment, water heaters, water filtration, indoor air quality, referrals, Home Comfort Club memberships, generators, and electrical upgrades.

· Communicates opportunities effectively to Comfort Advisors, Technicians, Management, and the Office to promote a culture of sales and exceptional customer service.

· Understands how to align customer needs with appropriate sales opportunities while supporting overall revenue and job count goals.

2. System Management & Data Integrity

· Maintains accurate, complete, and current sales, estimate, and job information, treating data accuracy as non-negotiable.

· Proactively monitors job notes, technician status, scheduling information, and opportunity details to ensure system integrity.

· Understands how operational data flows into sales reports and dashboards and can interpret reporting to support business decisions.

· Demonstrates strong system discipline and consistent follow-through on every job and opportunity.

3. Communication & Relationship Management

· Communicates clearly, confidently, and professionally with Comfort Advisors, managers, Customer Care, technicians, and customers.

· Effectively communicates schedule changes, manages customer arrival expectations, and reinforces processes without creating unnecessary conflict.

· Demonstrates strong emotional intelligence and situational awareness, recognizing when to resolve issues independently and when to involve leadership.

· Balances assertiveness and accountability with patience, empathy, and a willingness to help others.

4. Prioritization & Decision-Making Under Pressure

· Remains calm, focused, and decisive when managing same-day changes, emergencies, scheduling conflicts, and competing priorities.

· Maintains control of the scheduling board while adapting to changing business and customer needs.

· Makes timely decisions within the authority of the Sales Coordinator role rather than unnecessarily deferring responsibility.

· Prioritizes decisions and actions with the customer first, the company second, and the Comfort Advisor third.

· Holds team members accountable to established processes and expectations.

5. Accountability & Continuous Improvement

· Takes personal ownership of key performance indicators, including 5-2-1, on-time performance, and cancellation rates.

· Identifies recurring patterns, scheduling bottlenecks, and process gaps and proactively brings forward solutions and recommendations.

· Partners with line managers to address operational challenges with supporting information and actionable solutions rather than simply escalating problems.

· Consistently reinforces the Awesome Customer Experience (ACE) Process and promotes accountability across the team.

· Demonstrates a continuous improvement mindset, seeking opportunities to improve efficiency, customer experience, and sales performance.

The physical requirements of this job include:

· Perform work while sitting and/or standing at an individual work station or office

· Communicate verbally via phone or other communication device.

· Ability to stand, walk and sit; talk or hear, both in person and by telephone

· Use hands to type, handle or feel objects or controls; reach with hands and arms.

· Occasionally stoop, kneel, bend, crouch and lift up to 10 pounds.

· Work is usually performed in an indoor offic